Open a Configuration Item

Before you begin customizing your site, it’s a good idea to look at the key elements on the console from the perspective of customer service agents, sales representatives, and marketing personnel.

1. Click Configuration on the navigation pane.
   The configuration list displays.
2. Double-click an item in the list. The item tree displays on the content pane.

   The tree displays the text and responses defined for your application. Some configuration items, including standard text, can be organized in folders. If the configuration item contains folders, as the standard text item does in our example, you can expand all of them by clicking the arrow in the tree.

   You can also add folders to custom fields across all products, variables in Service, and the product catalog and quote templates in Opportunity Tracking.

   Tip: Right-click options differ for records in a workgroup. When you right-click the content pane tab of the primary record, your only option is to close all associated records in the workgroup. When you right-click an associated record that is the active tab, your options include Accept Changes, Cancel Changes, and Undock. See Record Workgroups.On administration editors, you can undock any editor by clicking Undock on the active tab. This action opens the editor in a separate window and allows you to move between the window and console without having to close the window first.
3. To expand a single folder in the tree, click the arrow to expand the folder contents.
4. To change the name of a folder, click the folder.

   To find an item in the tree, click the Search arrow. The search menu displays.

   You can search by whole word or case and also search the list from the bottom up. If your tree contains folders, results will return a folder matching the text you enter. Clicking Next returns any items within the folder that contain the search text.

5. To edit one of the standard text entries, click it in the tree. The editor displays the fields for the standard text.
   1. Make any changes you want and click Save.
      This saves your changes and leaves the editor open.
   2. To save your changes and close the editor, click Save and Close.
   Note: If another staff member makes changes to the same entry and saves it before you save your changes, you will receive a message to refresh or reload the editor in order to view the most current data.
6. To add a standard text entry, click New. Your new entry displays in the active folder.

   Options from a Configuration Item Tree and Ribbon

   Action	Description
   Add a folder	Right-click in the tree and select New Folder or right-click a folder to add a subfolder.
   Add an item	Click New. The editor opens.
   Delete folders and items	To delete a folder, right-click it and select Delete. Be aware that when you delete a folder, all items in the folder are also deleted. To delete an item, select it and click Delete. The item is removed from the knowledge base. If the item you want to delete contains sub-items, you must delete the sub-items first. Sub-items can be added to those configuration items that offer additional levels of functionality. This includes products, categories, and dispositions in Service; tracked link categories in Outreach; and territories in Opportunity Tracking.
   Expand and collapse folders	Click the arrow in the tree to expand all folders, and click it again to collapse them. To expand or collapse a single folder in the tree, click the arrow to expand or collapse the folder contents.
   Edit an item	Click an item in the tree. The item information displays on the editor.
   Reorganize folders and items	Drag an item and drop it in the new position. When you move a folder, all items in the folder also move. You can reorder within a folder or move items to another folder. You can also drop a folder onto another folder to create a hierarchy.
   Save folders and items	To save a new folder or item or save changes to an existing item and remain on the editor, click Save. To save a new folder or item or save changes to an existing item and close the editor, click Save and Close.
   Search the tree	Click the Search arrow to display a menu for searching folders and items.